Method and system for providing a segment based differentiated customer experience solution

Abstract

A method for providing a segment based differentiated customer service solution. The method comprises a step of first receiving information about online status of a customer. The method includes providing one or more personalized offers based on the received information. Further, a remote financial advisor application for facilitating interaction between the customer and an advisor in an advisement session is invoked and financial analysis related to the purchase of one or more personalized offers is provided to the customer. The purchase of the personalized offer is then provisioned which comprises completing transaction details for the purchase. The method also includes facilitating the provision of real-time advice to the customer through a remote advisement session.

1 . A system for providing segment based differentiated customer experience solution, the system comprising:
 one or more service applications comprising code configured to provide one or more services;   an integrator module configured to integrate the one or more service applications in order to provide the differentiated customer experience solution, wherein the one or more service applications are integrated using enterprise application integration framework; and   a host integration framework configured to provide functionalities for issuing service requests and managing responses for communication between the one or more service applications and the integrator module.   
     
     
         2 . The system of  claim 1 , wherein the one or more service applications comprises at least one of internet banking, mobile banking, remote advisement, customer experience solutions, financial applications and applications provided by partner portals. 
     
     
         3 . The system of  claim 1 , wherein the integrator module comprises:
 one or more Java APIs configured to enable implementation of the one or more service applications, wherein the one or more Java APIs comprise Enterprise Java Beans and Message Driven Beans;   a rule set layer configured to parse a request XML message and convert the message into a Java message object;   a websphere SOAP servlet configured to generate responses based on requests received from a web services enabled client;   an interface layer configured to transform the Java message object into an underlying host format and provide the formatted message to an adaptor layer; and   an adaptor layer configured to adapt and route the Java message object to a back-end host system, wherein the back-end host system comprises one or more software components configured to manage back-end processing for the implementation of one or more services applications.   
     
     
         4 . The system of  claim 3 , wherein the interface layer is further configured to provide the Java message object to a database for future retrieval. 
     
     
         5 . The system of  claim 3 , wherein exchange of messages between an asynchronous client and the integrator is executed using message oriented middleware for exchanging the messages. 
     
     
         6 . The system of  claim 3 , wherein exchange of messages between a Java client and the integrator is executed using remote method invocation. 
     
     
         7 . The system of  claim 3 , wherein exchange of messages between a web services enabled client and the integrator is executed using a web server. 
     
     
         8 . The system of  claim 3 , wherein the back-end host system comprises:
 an SSO system configured to facilitate single user sign-on for accessing multiple service applications;   a CRM system configured to manage customer relationships using software tools for interacting with customers;   a Core system configured to manage banking transactions related to the one or more service applications; and   an Alert Server configured to facilitate delivery of alerts linked with provision of the one or more service applications.   
     
     
         9 . The system of  claim 8 , wherein the integrator is further configured to integrate the back-end host system with the one or more service applications using adaptors and translators. 
     
     
         10 . The system of  claim 1 , wherein the host integration framework comprises:
 an orchestrator configured to receive an incoming request and co-ordinate processing of the request;   a request processor comprising modules for splitting the request and executing sequencing, pagination and composition of a response message;   a message adaptor module configured to manage processing of individual messages, wherein the message adaptor module comprises a message routing module configured to route messages; and   a protocol handler module configured to provide protocol-specific logic pertaining to at least one of TCP/IP protocol, JMS protocol and JDBC protocol.   
     
     
         11 . The system of  claim 10 , wherein the orchestrator comprises:
 a transaction management module configured to enable composition and co-ordination of services into transactions and collaborative business processes; and   a state management module configured to ascertain current activity in progress for the request.   
     
     
         12 . The system of  claim 10  further comprising:
 a lifecycle management module configured to manage processing of entire lifecycle of a transaction associated with a customer service application; 
 a message transformer configured to manage transformation of messages from a particular format to a system understandable format; 
 a tooling module configured to facilitate protocol mapping and transforming from an underlying technology perspective; 
 an infrastructure management module configured to map one or more infrastructure components downstream and upstream; 
 a persistence module configured to continuously monitor and bring quality control equivalent functionality between interaction of various modules and further checks for online/offline status of customer on a persistent basis; and 
 an administration and monitoring module adapted to configure and manage administrative activity related parameters for the entire lifecycle of a transaction. 
 
     
     
         13 . A method for providing segment based differentiated customer experience solution, the method comprising:
 receiving information about online status of a customer, wherein information about online status is received as a result of customer login and comprises transaction information, customer feedback and tacit information related to customer transactions;   providing one or more personalized offers based on the received information, wherein providing personalized offers comprises providing links related to personalized offers and displaying news related to the personalized offers;   invoking remote financial advisor for facilitating interaction between the customer and an advisor in an advisement session;   providing financial analysis related to the purchase of one or more personalized offers; and   provisioning the purchase of a personalized offer comprising completing transaction details for the purchase.   
     
     
         14 . The method of  claim 13 , wherein the purchased personalized offer is a trip to a distant location, the method further comprising:
 tracking physical location of the customer on the trip using a mobile GPS system;   generating personalized offers based on location of the customer, customer preference and current activity context; and   communicating the offers to the customer in the form of alerts, wherein the alerts are at least one of SMS alerts and email alerts.   
     
     
         15 . The method of  claim 13  further comprising facilitating the provision of real-time advice to the customer through a remote advisement session.